Pekka Porkka (Head of Development) and Markku Helin (Chief Product Owner) for SAP Contact Center 365 explain, how the new bar for contact centers is frictionless customer engagement ─providing interactions across channels that are easy, data-driven, and seamless.
Contact centers are busier than ever today, due in part to the recent digital transformation trend, and exacerbated by the Covid-19 pandemic which has forced many organizations to move their business entirely online. This has resulted in long on-hold wait times, unhappy customers, and frustrated contact center employees. So what's a company to do? One quick win is to implement a modern Cloud-based contact center like SAP Contact Center 365. Read on to learn more.
Of the many changes wrought by the COVID-19 pandemic, one that stands out is the growing demand on organisations across the economic spectrum to deliver an ever-more effective, efficient and innovative online consumer experience.